A multi-talented and qualified IT Service Delivery and Change Management professional with over 14 years experience in technical and service management roles across banking and finance, federal government and retail. Plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and to assure customer objectives and business, innovation and operational outcomes are achieved. Recognised as a trusted advisor, assesses customer requirements and influences service delivery methods and execution improvements through the eyes of the customer.

• Service Delivery Management • Change Management strategies • Process Ownership
• ITIL Incident Management • Communications Management • Tool Set Management …show more content…
Key accountability was given for Change and Release scheduling, Risk Management, Quality Assurance, performance analytics, process improvement and staff management.

• Directed the Change & Release framework that supports Datacom at a national level, ensuring that processes are aligned with ITIL methodologies and contract deliverables to enhance overall client service delivery.

• Mentored a relatively inexperienced team who at the time had minimal exposure to Change and Release Management, returning an 85% satisfaction for Change Management customer surveys.

• Reduced the number of expedited changes by approximately 65% through investigative analysis and trending. • Established a National Datacom Change Process across Australia and South East Asia. This model has been pivotal in ensuring the business follows set rules, procedures and guidelines, and has directly mitigated potential risk relating to improper process controls and Change Management.

• Chaired weekly Change Advisory Board (CAB) Meetings (internal and customer), Quarterly review and Service Delivery meetings as well as presenting service support processes to potential …show more content…
In Australia key interests span Aeronautics, Maritime, Surveillance, Defence Systems, C4ISR and Civil Information Technology domains.

Datacom had been co-opted by Lockheed Martin to help with its end-user computing rollout for the Australian Taxation Office (ATO); a contract worth in excess of $60million per annum. The contract between Lockheed Martin and Datacom was set for five years and Datacom provided the ITIL-aligned service desk

• Established the IT Change and Release Management processes for transitioning in Lockheed Martin as the lead Service Provider to the ATO (Australian Taxation Office).

• Documented a single Change and Release Management process and single tool, which interfaced with each Service Provider internal Change Process, reviewing and aligning with ITIL processes, negotiating SLA’s and gaining agreement from all Service Providers on a future state process.

• Assisted in the development of the Incident, Request and Knowledge Management processes, working with ATO stakeholders and Service Providers to develop interfaces into Lockheed Martin’s